Project and Service Delivery Manager

Our client, a leading FMCG company in Kuwait, is seeking a dynamic and experienced Project and Service Delivery Manager to oversee and manage their project portfolio while ensuring the effective delivery of IT services. This role is pivotal in driving operational excellence and supporting the organizations technological initiatives.

Responsibilities:

• Manage the organization's project portfolio, ensuring alignment with strategic objectives.
• Establish and implement a project management framework based on industry best practices, including methodologies, phases, deliverables, and templates.
• Lead IT projects from initiation to completion, ensuring they are delivered on time, within budget, and meet defined scope.
• Monitor project progress and performance, addressing risks and ensuring adherence to deadlines and budgets.
• Collaborate with cross-functional teams and stakeholders to ensure project success and alignment.
• Develop governance processes to maintain consistency and quality in project delivery.
• Supervise and guide the service desk team to ensure timely and effective resolution of IT incidents and requests.
• Ensure adherence to service level agreements (SLAs) and implement continuous improvements to enhance service quality.
• Analyze service desk metrics and customer feedback to identify and implement process improvements.
• Train and mentor team members to enhance skills and stay updated with the latest technologies and management practices.

Qualifications:

• Bachelors degree in computer science, information technology, business, or a related field; a masters degree is preferred.
• ITIL and PMP certifications are required; MoP and SDLC certifications are an advantage.
• 5 - 7 years of experience in project management, including portfolio management; supervisory experience in IT support is a plus.
• Bilingual proficiency in Arabic and English is required.
• Strong knowledge of IT systems, hardware, software, and network troubleshooting.
• Proficiency in ITSM tools, project management software, and analytical tools.
• Excellent communication, leadership, and problem-solving skills.
• Strategic mindset with the ability to align projects with organizational goals.
• Customer-focused approach with a commitment to delivering exceptional service.